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Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty

Patient loyalty and its attributes are significant concerns for healthcare industries. A lot research has been done on this issue in numerous contexts but such research in the Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital ac...

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Main Author: Azimian, Mohammad
Format: Thesis
Language:English
Published: 2018
Subjects:
H Social Sciences (General)
HD Industries. Land use. Labor
Online Access:http://eprints.utm.my/id/eprint/98245/1/MohammadAzimianPRAZAK2018.pdf
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spelling my.utm.982452022-11-23T08:16:49Z http://eprints.utm.my/id/eprint/98245/ Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty Azimian, Mohammad H Social Sciences (General) HD Industries. Land use. Labor Patient loyalty and its attributes are significant concerns for healthcare industries. A lot research has been done on this issue in numerous contexts but such research in the Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital accreditation on customer satisfaction and customer loyalty in the Malaysian healthcare industry. The research examined five factors of service quality: responsiveness, assurance, tangibility, empathy, reliability. This study utilized nonprobability convenient sampling to gather the data from 20 private hospitals that promote medical tourism in Klang Valley, Malaysia. A total of 378 medical tourists participated in the survey. Statistical tests carried out include descriptive statistics, internal consistency, reliability and validity. Correlation analysis was also conducted to determine the relationships of the variables. In addition, the analysis also included the PLS Structural Equation Modeling (SEM). The main finding shows that service quality and customer satisfaction have a direct effect on customer loyalty. Also, the findings show there is a positive relationship between service quality and customer satisfaction, service quality and customer loyalty, hospital accreditation on customer satisfaction, and customer satisfaction on customer loyalty. However, hospital accreditation has no positive effect on patient loyalty. The findings of this study are useful to managers, board of directors and stakeholders of private hospitals to understand influential factors on patients' satisfaction and loyalty. 2018 Thesis NonPeerReviewed application/pdf en http://eprints.utm.my/id/eprint/98245/1/MohammadAzimianPRAZAK2018.pdf Azimian, Mohammad (2018) Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty. PhD thesis, Universiti Teknologi Malaysia, Razak Faculty of Technology & Informatics. http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:142860
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic H Social Sciences (General)
HD Industries. Land use. Labor
spellingShingle H Social Sciences (General)
HD Industries. Land use. Labor
Azimian, Mohammad
Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
description Patient loyalty and its attributes are significant concerns for healthcare industries. A lot research has been done on this issue in numerous contexts but such research in the Malaysian healthcare industry is still scarce. This study investigated the relationship between service quality, hospital accreditation on customer satisfaction and customer loyalty in the Malaysian healthcare industry. The research examined five factors of service quality: responsiveness, assurance, tangibility, empathy, reliability. This study utilized nonprobability convenient sampling to gather the data from 20 private hospitals that promote medical tourism in Klang Valley, Malaysia. A total of 378 medical tourists participated in the survey. Statistical tests carried out include descriptive statistics, internal consistency, reliability and validity. Correlation analysis was also conducted to determine the relationships of the variables. In addition, the analysis also included the PLS Structural Equation Modeling (SEM). The main finding shows that service quality and customer satisfaction have a direct effect on customer loyalty. Also, the findings show there is a positive relationship between service quality and customer satisfaction, service quality and customer loyalty, hospital accreditation on customer satisfaction, and customer satisfaction on customer loyalty. However, hospital accreditation has no positive effect on patient loyalty. The findings of this study are useful to managers, board of directors and stakeholders of private hospitals to understand influential factors on patients' satisfaction and loyalty.
format Thesis
author Azimian, Mohammad
author_facet Azimian, Mohammad
author_sort Azimian, Mohammad
title Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_short Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_full Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_fullStr Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_full_unstemmed Relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
title_sort relationship of service quality and hospital accreditation on patient's satisfaction and loyalty
publishDate 2018
url http://eprints.utm.my/id/eprint/98245/1/MohammadAzimianPRAZAK2018.pdf
http://eprints.utm.my/id/eprint/98245/
http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:142860
_version_ 1751536168065826816
score 13.211869

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